Role Summary:

The Operations Specialist is responsible for maintaining and improving operational efficiency by managing systems, vendors, training materials, and compliance documentation while ensuring seamless support for technical, facilities, IT, and people-related issues. Reporting to the Head of Business Support, this role is pivotal in driving operational excellence across the resort.

Key Responsibilities:

Operational Standards

• Maintain and update Standard Operating Procedures (SOPs), Code of Safe Working Practices (CoSWPs), and Emergency Action Plans (EAPs).

• Facilitate weekly operational reviews and ensure follow-through on action items.

• Maintain resort data standards to support accurate reporting and performance insights.

Training & Compliance

• Keep training content current with operational and legislative requirements.

• Deliver regular toolbox talks to promote safety, process consistency, and guest experience.

• Conduct spot checks and audits to ensure high operational standards and identify improvement opportunities.

• Lead completion and follow-up of safety documentation, including risk assessments, COSHH, and audits.

Systems & Vendor Management

• Oversee operational systems to ensure integrity and efficiency.

• Manage vendor relationships and service quality, particularly with janitorial and consumable suppliers.

• Order and track operational supplies to ensure continuity of service.

Support Coordination

• Act as the escalation point for technical, facilities, IT, and people support issues.

• Prioritize and triage incoming support requests for timely resolution.

Health & Safety

• Ensure compliance with Merlin Entertainments Group Health, Safety & Security policies.

• Conduct risk assessments and ensure accurate reporting of incidents and near-misses.

• Champion a proactive safety culture across all departments.

• Proven experience in operations management, systems coordination, or a related field.

• Strong organizational skills with exceptional attention to detail and accuracy.

• Demonstrated ability to drive operational excellence and continuous improvement.

• Skilled problem solver who applies data-driven approaches to identify and resolve challenges.

• Excellent communicator with strong interpersonal skills to collaborate effectively across teams and with external vendors.

• Proven adaptability in responding to evolving operational requirements and new technologies.

• Proficiency in system and vendor management tools and processes.

• Familiarity with compliance, safety, and regulatory standards within an operational environment.

• A proactive, analytical mindset with a focus on efficiency, quality, and guest experience.

Behaviours & Values

Aligned with Merlin’s core values, the Operations Specialist is expected to:

Own Your Craft: Continuously develop expertise and seek improvement.

Go Together: Collaborate across teams and act decisively to deliver results.

Enjoy the Ride: Bring positivity, energy, and inclusivity to the workplace.

Drive & Discover: Take ownership, prioritise impact, and innovate for guest experience.

We Care: Uphold the highest standards of safety, welfare, and social responsibility.

• A competitive annual salary 
• 33 days holiday (including bank holidays) 
• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones! 
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service 
• Company bonus 
• Private pension scheme 
• 40% discount online off LEGO 
• 25% discount in our on-site retail shops and restaurants 
• Ongoing training and development opportunities  
• Plus, many more… 

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at gatewayuk.recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.